Quality & Process Manager (Hermosillo)

Position Purpose

Design, structure, and institutionalize the company’s Quality and Process system to ensure operational consistency, client compliance, and continuous improvement across sales and customer service campaigns. This role will transform call monitoring into a formal Quality Assurance framework and develop end-to-end processes integrating Client Services, Operations, QA, Finance, and Human Resources.

Key Responsibilities

• Design and standardize cross‑functional processes.
• Document formal SOPs and establish clear escalation workflows.
• Identify operational improvement opportunities and build scalable, replicable systems.
• Lead, train, and develop the Quality Monitoring team.
• Define monitoring quotas, metrics, and evaluation standards.
• Implement calibration sessions to ensure scoring consistency.
• Design campaign‑specific scorecards (sales, customer service, Spanish & English).
• Define criteria, weight distribution, and critical errors.
• Manage operational KPIs: SLA, AHT, QA Score, Conversion, NPS, and FCR.
• Oversee proper execution of evaluations.
• Detect systemic issues and recurring performance gaps.
• Recommend script and process improvements.
• Coordinate performance improvement plans with operational leadership.
• Reduce critical errors and elevate quality standards.
• Generate weekly and monthly executive reports.
• Analyze trends, risks, and performance insights.
• Provide strategic data to support decision‑making.

Required Profile

• Bachelor’s degree in Industrial Engineering, Business Administration, or related field.
• Proven experience designing and implementing QA systems.
• Strong knowledge of operational KPIs and performance analysis.
• Experience documenting processes and leading teams.
• Advanced English

Core Competencies

• Analytical thinking
• Leadership
• Attention to detail
• Results‑driven mindset
• Continuous improvement
• Cross‑functional collaboration

Expected Impact

Build a formal Quality and Process system that strengthens operational control, ensures performance consistency, and supports sustainable organizational growth.

Sueldo

$18,000.00 al mes

Idioma

• Inglés (Obligatorio)

Lugar de trabajo

Empleo presencial